Patient Access Specialist I- Pediatric Otolaryngology(ENT)- Children's Hospital of Pittsburgh

UPMC Pediatric Otolaryngology (ENT) is hiring a full-time Patient Access Specialist for their Children's Hospital location. This is a Monday-Friday, daylight position; no nights, weekends, or holidays!

Responsibilities:

• Review, verify, and enter the patient's demographic information to ensure data integrity.
• Schedule appointments according to the physician templates for similar types of physicians, generally at one office or multiple session timeshares (single specialty phone room or front desk environment).
• Schedule appointments according to the templates/departmental scripts while meeting business unit scheduling accuracy requirements.
• Obtain chief complaints to schedule appropriately.
• Take incoming calls demonstrating the essential skills documented in the Telephone Courtesy Standards.
• Understand UPMC's 72-hour appointment requirement and work to ensure guidelines are met.
• Appropriately distribute/triage phone calls to other areas and/or clinical providers (billing, nurse, operations lead, etc.).
• Treat all patients respectfully and demonstrate the behaviors learned in the Patient Ambassador Program.
• Routinely attend department meetings and ongoing in-service and training programs, to present and exchange pertinent information.
• Work the overflow call list and Audiocare report.
• Review and verify the patient's insurance information.
• Coordinate access to care for patients within their own department or location.
• Monitor patient wait list reports.
• Compile and send new patient packets or flag patients if they need to be completed upon arrival.
• Knowledgeable about various reasons for patient calls such as prescription refills, how to triage clinical issues, participating insurances, questions about physicians, etc.
• Take responsibility to escalate to appropriate clinical or supervisory personnel when needed, including thorough and accurate documentation of telephone encounters for messaging.
• Function at multiple sites as requested by supervisor.
• Answer multi-line telephone system. The number of calls taken must be within 90% of the daily average calls per day per agent.
• Give basic information to patients (directions, parking information, and required preparation for appointment).